Technical Support Analyst
Location: Remote
Employment Type: W2 Contract
Pay Rate: $40 – $43 per hour
Overview
The candidate will build and maintain strong relationships with external acceptance partners—including Acquirers, Merchants, Processors, Payment Gateways, Integrated Payment Providers, Payment Facilitators, and POS software developers—to ensure the client’s payment acceptance compliance is fully integrated and supported within the payments ecosystem. Acting as a trusted advisor, this role addresses operational challenges impacting the client’s acceptance by collaborating with partners and internal stakeholders to identify, investigate, and resolve issues. The candidate will also ensure program documentation and technical specifications are understood and followed to increase acceptance and help partners achieve their business goals.
Key Responsibilities
- Resolve complex issues related to card transaction processing.
- Intake and track all system failures impacting partners.
- Coordinate and remediate non-compliant conditions associated with partner card processing, including POS testing.
- Support department-level analytics and reporting tasks.
- Provide day-to-day support for acquirers, network-to-network partners, issuers, and processors by researching complex situations and assisting participants.
- Manage multiple business client relationships simultaneously.
- Assist with team and department reporting activities.
- Participate in remediation activities.
- Identify, analyze, and resolve issues to ensure smooth operations and risk mitigation, including managing issues, tracking progress, and communicating with stakeholders.
Technical Skills – Must Have
- Ability to interpret obligations outlined in program, contract, and technical documents.
- Excellent written and verbal communication skills.
- Proficiency with Salesforce, Teradata, and Snowflake.
- Experience with electronic payments in the merchant processing card industry (Credit/Debit/Prepaid/Chip cards).
- Hands-on experience working with merchants and business owners to remediate technical issues.
- Ability to achieve results independently and collaboratively in a team environment.
- Strong PC competency, including MS Office Suite (Excel, Word, PowerPoint, Teams).